Intercom

1 month ago

Principal Customer Success Manager, Enterprise

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Partner with the world’s largest enterprise customers to drive AI-driven transformations in customer service, guiding scope, adoption, and ROI while aligning with executive leadership. Lead transformation programs, map requirements, and translate customer needs into Fin solution designs, ensuring measurable outcomes and expansion opportunities across high-value accounts.

Location: San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Develop trusted advisor relationships with customers across a focused portfolio of high-value enterprise accounts.
•Guide requirements gathering and process mapping for the customer’s SOPs and document in clear terms.
•Act as a transformation architect, defining automation and AI maturity roadmaps to reduce costs and drive CX innovation.
•Collaborate with engineers to translate customer requirements into Fin solution designs and configuration strategies.
•Lead Success Plans, QBRs/EBRs, and strategic planning with executive stakeholders to achieve measurable outcomes.

Pay and Benefits

Perks:Health InsuranceDentalVision401kEquity

Key Requirements

•10+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
•Experience with business process mapping, requirements analysis, and solution design at enterprise scale.
•Strong technical acumen and genuine passion for AI, comfortable engaging with engineering and product teams.
•Ability to evaluate AI performance data and translate metrics into compelling business outcomes.
•Strong commercial instincts and understanding of enterprise procurement cycles; ability to frame value for CFO and CX executives.

Experience:10+ yearsEnterprise SaaSCustomer successManagement consulting

Skills:CommunicationRelationship-buildingPresentationStrategic thinkingNegotiation

Languages:English

Tech Stack:AIData analytics

Company Brief

Intercom

Provides a customer messaging platform combining chat, bots, and product tours to help businesses convert, engage, and support customers across their lifecycle. Integrates with CRM and workflow tools for personalized in-app and email communication.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2011

Website LinkedIn

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Intercom

1 month ago

Principal Customer Success Manager, Enterprise

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Develop trusted advisor relationships with customers across a focused portfolio of high-value enterprise accounts.
•Guide requirements gathering and process mapping for the customer’s SOPs and document in clear terms.
•Act as a transformation architect, defining automation and AI maturity roadmaps to reduce costs and drive CX innovation.
•Collaborate with engineers to translate customer requirements into Fin solution designs and configuration strategies.
•Lead Success Plans, QBRs/EBRs, and strategic planning with executive stakeholders to achieve measurable outcomes.

Pay and Benefits

Perks:Health InsuranceDentalVision401kEquity

Key Requirements

•10+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
•Experience with business process mapping, requirements analysis, and solution design at enterprise scale.
•Strong technical acumen and genuine passion for AI, comfortable engaging with engineering and product teams.
•Ability to evaluate AI performance data and translate metrics into compelling business outcomes.
•Strong commercial instincts and understanding of enterprise procurement cycles; ability to frame value for CFO and CX executives.

Experience:10+ yearsEnterprise SaaSCustomer successManagement consulting

Skills:CommunicationRelationship-buildingPresentationStrategic thinkingNegotiation

Languages:English

Tech Stack:AIData analytics

Company Brief

Intercom

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2011

Website LinkedIn